Service Manager GBS Operations

Key Responsibilities

• Builds effective relationships with GBS customers.
• Promotes a shared ethos of customer focus and service excellence.
• Ensures service agreements are clearly understood and upheld.
• Holds regular review meetings with internal and external stakeholders and ensures regular communication of status.
• Employs a data-driven approach to performance management. Converts CPIs, KPIs and GPIs reporting into actionable items with assigned owners.
• Establishes and manages agreed SLAs with GBS customers.
• Reports regularly to stakeholders on performance metrics including KPIs.
• Acts as the point of escalation to resolve issues and complaints.
• Support continuous improvement and organization development activities.
• Works collaboratively to achieve process excellence and strong compliance.
• Supports resolution of process issues.
• Drives innovation in collaboration with process owners and business to achieve efficiencies and keep up with market trends.
• Coordinates changes with Service Providers (e.g. directing the change management process and executing Change Board meetings).

Qualification & Requirements

To thrive in this role, you need to have:

• Detailed practical process knowledge in one or more of the following functions (Finance, HR, opportunity-to-cash, source-to-pay).
• Strong understanding and experience of data-led management.
• Strong interpersonal skills able to build effective relationships with key stakeholders.
• Conflict management and negotiation (overcomes obstacles to find mutual solutions).
• Customer focus (dedicated to meeting the expectations and requirements of customers).
• Problem solving (creative in identifying pragmatic solutions).
• Process management (committed to continuous improvement).
• Fluent written and verbal communication and presentation skills (able to convey ideas concisely and persuasively).
• Willingness to work in a global environment where travel maybe required.

Academic qualifications and certifications:

• Bachelor’s degree o equivalent in business management or engineering or a related field.

Required experience:

• Advanced experience managing outsourced service delivery in a Global organization.
• Advanced experience in project management.

Benefits

401K, sick leave, paid vacation, vision, medical, and dental benefits.